Customer Service has gone down the drain

I had a contract with Vox for 4 year and it started off with good service and a great customer care line. But holy hell that has gone down into the dumps.

I cancelled my Fibre line, because we moved house. When I first inquired about cancellations I asked that lady on the phone explicitly what is the deal with router; should I return it. She told that is not the case and that you only pay a fee if you cancel your line within the first 12 months. Great, cancelled the line and didn't think about it again.

A month after the line got cancelled, on the 23'rd, I get a notice that they have issued me a penalty, because I haven't returned my hardware. Phoned their cancellations department and spoke to someone who said that this is not the case and none of their hardware is rent to own, and that I never opted to return my hardware. This was never an option and nobody from Vox ever contacted me regarding this. I asked her to please sort this out and to fetch the router.

So I wait. Nobody contacts me, nobody collects the router, nothing. Come the first of the month, they subtract R1200 from my account. I call them again to find out what's going on and when they will sort this out. The operator says that she has put a request in with the courier and they will come collect it as soon as possible, she will give me her cellphone number and that I can use that to follow up (this 'my cellphone number' is a complete **** which just routes back to their call centre). Left a message, to which nobody returned my call.

So I call again. This time their system is down and I must leave my details, then they'll get back to me. They never call.

So I call again. The person at the call centre says that they have sent a courier numerous times and can't get hold of me, because I am not answering my phone. There is no record of any missed calls on my phone from them. Nothing. And it's lockdown, where the hell would I be other than home.

This time the courier did actually arrive and miraculously the call went through to my phone. (Although they sent them to an incorrect address).

I am now waiting for the money to be paid back into my account, because this was almost a month of fighting.

Stay away from this company, their service has gone down the drain.